Health score
The single number on a client dashboard, what feeds it, and what moves it.
Updated 12 September 2026
Each client has a health score from 0 to 100 on their dashboard, with a 30-day trend. It is read entirely from what your people logged: no product usage, no telemetry, nothing the client did in a system. It is a weighted blend of five things:
- Sentiment (30%): recent sentiment, with a penalty if it’s swinging around.
- Activity (25%): how recently and consistently the client has been engaged.
- Risk (20%): reduced by open risks. The higher the severity the more it costs, and acknowledging or resolving one restores it.
- Relationship (15%): how many different people at the client you’re engaging, not just how often.
- Momentum (10%): whether things are trending up or down versus before.
Scores fall into three bands: Healthy (70 and above), Watch (40 to 69) and At Risk (under 40).
Why is a new client’s score unremarkable?
Because it doesn’t know yet, and says so rather than guessing. With only a little evidence the score is pulled towards the middle of the range instead of swinging to an extreme on a single log. It settles on the real figure as the client builds history — roughly eight logs, or about a month on your books, is enough.
A brand-new client with no logs at all shows ”—”, not a middle-of-the-road number. No signal is not the same as moderate health.
What forces a client into At Risk?
An unresolved critical risk logged in the last 30 days, however good the rest of the numbers look. It stays there until the risk is resolved. This is deliberate: the client this protects is the one who looked healthy right up until something serious surfaced.
Reading the trend
The trend line is solid where there’s been strong recent logging and dashed or faded where there hasn’t, so a flat line during a quiet spell isn’t mistaken for stability.
How to act on it
If the score is falling, start with the Top risk callout and the Risks tab. If the Relationship part is what’s dragging, the fix is logging interactions with more of the client’s people, not logging more often with the same one.
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